Customer Service Support

DOMONIQUE WALKER

McDonough, GA 470-***-**** ***************@*****.***

www.linkedin.com/in/domonique-walker-267937233

Admin & Customer Support Specialist

Healthcare Administration • Customer Service • Office Management

Delivering organized, confidential, and efficient support to enhance business operations and client experiences..

Highly dependable, detail-oriented, and results-driven Administrative and Customer Support Professional with a decade of experience delivering remote customer service, healthcare administration, and clerical support across diverse industries. Proficient in streamlining office operations, managing high-volume communications, and maintaining accurate documentation through systems like Microsoft Office Suite. Skilled in medical billing and coding, calendar coordination, and claims processing, with a strong commitment to HIPAA compliance and patient confidentiality. Adept at supporting both front and back-office functions while ensuring seamless coordination between teams and clients. Committed to providing outstanding service and operational efficiency while maintaining a high standard of professionalism and care.

Signature Strengths:

Administrative Support • Customer Service • Calendar & Appointment Scheduling • Office Management • Medical Billing & Coding • Claims Processing • Insurance Verification • HIPAA Compliance • EHR/EMR Systems • MS Office Suite (Word, Excel, PowerPoint, Outlook) • Data Entry • Word Processing • Report Writing • Inbound/Outbound • Communication • Project Management• Document Management (Drive, Docusign ) • Google Workspace • Zendesk • Virtual Call Management (Zoom, Meet) • Telephone Skills • Spreadsheet Management• Proofreading • Bookkeeping • CRM

Professional Experiences

LIVEOPS REMOTE Aug 2022 – Present

Customer Service Representative

Handled an average of 59 customer calls daily, maintaining a 90%+ first-call resolution rate.

Processed over 1,000 customer orders and profile updates with 98% accuracy.

Resolved tax-related inquiries, improving customer satisfaction by 15% quarter-over-quarter.

Reduced average call time by 20% by streamlining troubleshooting steps.

Maintained a 95% adherence to client policy and compliance guidelines.

Recognized for consistently exceeding performance benchmarks in quality assurance evaluations.

ARISE PLATFORM REMOTE Aug 2018 – Aug 2022

Service Representative

Supported multiple Fortune 500 clients with over 50 calls per day across platforms.

Achieved a 92% average customer satisfaction rating over 4 years.

Trained and mentored 3 new hires, reducing onboarding time by 30%.

Processed high-volume orders and provided real-time resolution for billing and account issues.

Consistently met or surpassed KPIs for call handling time, resolution, and customer engagement.

MERCY MEDICAL SUPPLY STOCKBRIDGE, GA Oct 2017 – Apr 2018

Medical Biller / Administrative Assistant

Processed 300+ insurance claims monthly using ICD-10 and CPT coding with a 98% approval rate.

Verified eligibility and coverage for over 100 patients weekly across Medicare, Medicaid, and private insurers.

Reduced billing errors by 25% through accurate coding and claims follow-up.

Scheduled and confirmed an average of 50 patient appointments per week.

Streamlined EHR data entry, cutting down documentation time by 15%.

Improved payment collection efficiency by implementing a follow-up reminder process.

UNITED STATES MARINE CORPS JACKSONVILLE, NC Mar 2012 – Mar 2016

Field Radio Operator / Administrative Manager

Managed logistics and admin support for a 50+ member unit during overseas deployment cycles.

Reduced training coordination delays by 40% through a centralized scheduling system.

Oversaw secure handling of over 200 sensitive communications and readiness documents.

Led a team of 3 in improving filing accuracy and document turnaround time by 35%.

145TH STREET ANIMAL HOSPITAL NEW YORK, NY Feb 2008 – May 2010

Veterinary Assistant

Managed editorial calendar for content production, ensuring on-time delivery of 50+ articles within deadlines.

Assisted in writing copy for email campaigns, achieving a 25% increase in open rates and 18% increase in conversions.

Assisted in creating content that contributed to a 10% growth in customer inquiries via the website.

Developed 10 feature articles for the company magazine, resulting in a 15% increase in subscriber retention.

Education

Ultimate Medical Academy Associate of Science in Health Sciences – Medical Administrative Assistant

Graduated 2017 GPA: 4.0 Dean’s List Alpha Beta Kappa Honor Society

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